A U-TURN has been made at Taco Bell over the use of AI at its drive-thrus following more than one social media fumble.
A viral TikTok exposed the flaws in the popular fast food chain’s technology after a customer ordered 18,000 waters.
Taco Bell’s AI drive-thru has been questioned following some viral moments[/caption]
On top of the water clip, another slip-up caught on camera showed the drive-thru continually asking someone, “And what will you drink with that?” after the customer had already ordered a Mountain Dew.
This clip has been viewed over 21.5 million times on social media.
The chain has now admitted that its use and understanding of AI is still a work in progress.
Taco Bell Chief Digital and Technology Officer Dane Mathews even went as far as to admit that he was “let down” by the tech.
In a statement to The Wall Street Journal, he said: “We’re learning a lot, I’m going to be honest with you.
“I think like everybody, sometimes it lets me down, but sometimes it really surprises me.”
The company has been forced to rethink the deployment of the technology, which is still in place at over 500 locations in the US.
While a thorough plan is yet to be outlined, Mathews said that it might be worth not having an AI machine at every drive-thru at Taco Bell.
The chief suggested that at bigger locations, having a human employee would be more useful than AI.
The negative reaction on social media also isn’t helping Taco Bell, as many customers now seem to be turning their backs on the use of AI.
It comes three years after the technology became widely used at restaurant chains like McDonald’s.
LOOKING AHEAD
Taco Bell is still going ahead with its AI integration plans.
Despite the trepidation, the technology has processed two million orders successfully at Taco Bell, Mathews claimed.
Back in March, Taco Bell‘s parent company Yum Brands announced a deal with Nvidia to develop AI for other uses in the company.
We’re learning a lot, I’m going to be honest with you
Dane Mathews,Taco Bell Chief Digital and Technology Officer
The chain is also pursuing voice AI, but it’s unclear what this will look like going forward.
Mathews added that he is working closely with the company, with training expected to be provided for employees.
He commented: “For our teams, we’ll help coach them: at your restaurant, at these times, we recommend you use voice AI or recommend that you actually really monitor voice AI and jump in as necessary.
“I can tell you it’s a very active conversation inside Taco Bell in partnership with our franchisees.
“I think at the end of the day, it’s really, really early.
“And we feel that. And I think other brands feel that, too.”
